Awful Experience with getting Support/Help

[Tawana88]

Thanks BeemerBiker,

Your responses are super encouraging as HP seems to be all over the place. I was told about the complexity and the fact you can only do this 3 times. kI have never done this before so I am not familiar with the process.

What is annoying me is I have tried getting support from all other official communication channels and get stonewalled for silly reasons, but usually to do with the fact that I am in Zimbabwe.

I just need a reset and an agent/tech who knows what they are doing to get on a call with me and help me fix it and be done. I don't even think I can but phone tech support because I am in Zim.

[BeemerBiker]

That agent should be helping. If there has been a change in policy to prevent region changes you and anyone else with the problem should have been advised.

[edit] I suspect you will need to find a service center where they can do this for you. 😣

Click here for world-wide contact info
Or contact the closest authorized service center

[Tawana88]

The agent has not replied to me up until now. There is a third party service centre listed on the site. I had assumed they would not have the ability to do this. I will reach out on Monday.

Kind regards

[Sneha_01]

Hi @Tawana88 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I can surely help you with the regional reset. If the above criteria are met.  I request you to please continue with the steps below.

Please follow the steps below.

1.) Connect the printer via USB (usually you need it in case your internet connection is not strong or may have downtime while performing it. You can skip it and perform the process under wifi as well)

2.) Launch HP Smart and click the product ink levels to open the Supported Cartridges window.

3.) Clicking ink levels in HP Smart

Hold down the CTRL and SHIFT keys (Cmd + Space in MAC) and then right-click on the empty area to the right of the ink levels.

4.) Clicking to the right of the ink levels

The Set New Regions window opens.

please share a screenshot of this window with me

Use the "Copy to Clipboard" feature to paste the values in a private message..

To access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[Tawana88]

Good day,

This does not work. all I get is this pop up bubble that gives me two options to hide the printer or see more printer settings:

If I click the ink levels it opens up this URL: https://locator.hp.com/emea_africa/en/?ml___lang=en-GB%20(1)&ml___region=EMEA_AFRICA  not a supported cartridges window 

2.) Launch HP Smart and click the product ink levels to open the Supported Cartridges window.

3.) Clicking ink levels in HP Smart

Hold down the CTRL and SHIFT keys (Cmd + Space in MAC) and then right-click on the empty area to the right of the ink levels.

4.) Clicking to the right of the ink levels

DO you have a screen shot of how to do steps 2,3 and 4? that may help. If I click out side of the bubblefor the printer, to the right, nothing happens.

Regards

[BeemerBiker]

I think you have to do the secret click in the about box but I am guessing. 

In the USA this is what I would do. 

The agent should have explained this to you.

[Tawana88]

Honestly this is pathetic. Instead of getting a video or more precise instructions I get a private message tell me to essentially go call Malaysia support. After having told them i moved country! 

I dont understand why you cant just put a little more effort as HP and have proper guidance material that is kept up to date on what needs to be done. These instructions DO NOT WORK i sent a screenshot and happy to do a screen recording but you cant do the same????? 

Honestly if the printer was not so good I would go buy a different brand and be done with HP at this point. The customer support is slow response, disjointed and gives up at the earliest instance of difficulty. Unbelievable!!! 

As HO you should know how this is done and have a range of issues why it would not work and certainly and example of the process. even a view only once video. IN this day and age this quality of support is abysmal! 

How do I escalate. I am well and truly upset.

[Tawana88]

HP i snow just ignoring me.